Service Management Manager (Remote in US)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

The Service Management Manager will be responsible for overseeing the implementation, administration, and continuous enhancement of our ServiceNow platform. This role requires a deep understanding of ITIL and Agile frameworks and best practices to ensure efficient and effective management of our ServiceNow platform.

Your role in our mission

• Lead our platform team in the design, development, and deployment of our ServiceNow solution to meet business requirements.
• Manage and optimize ServiceNow modules, including Incident, Problem, Change, Service Catalog, CMDB, SPM, CSM, and Performance Analytics.
• Work with our ServiceNow Module Owners to ensure alignment of process with ITIL best practices.
• Bring ServiceNow AI capability to our platform.
• Provide technical leadership and guidance to the ServiceNow development team.
• Maintain strong relationships with customers, third-party vendors, and internal stakeholders.
• Monitor system performance, troubleshoot issues, and implement necessary enhancements.
• Develop and maintain documentation, including process workflows, user guides, and training materials.
• Conduct regular audits to ensure data integrity and compliance with organizational standards.
• Stay current with ServiceNow updates, new features, and industry trends.
• Implement and manage releases using Agile methodologies, ensuring timely delivery and adaptability to changing requirements.
• Ensure ServiceNow configurations and customizations meet business needs while maintaining platform stability and scalability.
• Enforce ServiceNow governance policies, security, and compliance standards.
• Manage ServiceNow integrations with other enterprise applications.
• Identify areas for improvement in service delivery and implement changes to enhance efficiency and customer satisfaction.

What we're looking for

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 10 years of experience in ServiceNow administration and management.
• ITIL v4 Foundation certification required; additional ITIL certifications are a plus.
• Proven experience in implementing, managing, and enhancing ServiceNow modules.
• Strong understanding of ITIL processes and best practices.
• Experience working within Agile/DevOps methodologies.
• ServiceNow Certified System Administrator (CSA) or other relevant certifications preferred.

What you should expect in this role

• Opportunities to travel through your work (0-10%)

• This is a full-time permanent regular salaried (W-2) employee position.
  • Monday through Friday work schedule (40 hours per week).
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• Employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to emp